We have seen that IPCC is composed of a lot of elments  but don’t forget that IPCC relies on other elements/subsystems as :

  • Cisco Media Termination (CMT) : It is used to configure CMT dialog groups (pools of channels) that handle prompt/response -based DTMF interactions with the callers
  • Core Real time Reporting (CRTR) : It provides information and statistics for contacts, sessions and applications
  • Database : allows connections between the CRS server and IPCC Databases and provide ODBC support
  • Email : allows the CRS engine to send mails
  • Enterprise server : transfers data required fro CAD pop-up
  • HTTP : allows the CRS engine to respond to http requests
  • MCRP ASR : allows scripts to use voice inputs in addition to DTMF inputs
  • MRCP TTS : provides text-to-speech
  • Resource Manager – Contact Manager (RmCm) : allows the monitoring of agents phones , routing/queuing of calls,control of agent states and management of historical reporting
  • Voice Browser : manages the voice browser available only with Nuance ASR activated
  • CRS Voip : allows remote recording and monitoring
  • JTAPI : ensures communication between the CRS engine and the Call Manager/ CTI Manager